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Chapter Lead Business Analysis

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (

This role is part of the Global Digital & Technology department of HEINEKEN International and is located in Krakow. Join our vibrant team as a Chapter Lead Business Analysis at HEINEKEN, where we're on a digitalization journey to become the best-connected brewer, aligning with our EVERGREEN 2025 strategy. We're evolving to be more customer and consumer-centric, and your role is a pivotal opportunity to make a significant impact in achieving that goal. Be part of the transformation and contribute to our exciting journey toward excellence!

As a Chapter Lead Business Analysis (CL BA) you immerse yourself in a collaborative Agile squad alongside a Chapter Lead Architecture, Product Owners, Tech Leads and DevOps teams. Your impact will extend beyond our largest operating companies, as you contribute to an expansive roadmap, accelerating deployments, standardizing both technical and business perspectives, and reducing total cost of ownership. The CL BA is part of the Tribe Management Team, and with the team of Business Analysts (BAs) they are the professionals who contribute to the work of delivering a potentially releasable increment of the product at the end of each sprint. Product Teams are structured and empowered by the organization to organize and manage their own work. The resulting synergy optimizes the Product Team’s overall efficiency and effectiveness.

The Chapter Lead BA supports the Tribe Management Team with a team of BAs in translating product needs and requirements into deliverable units of work—Epics / Features / Stories. The Chapter Lead BA will work with the Tech Leads / DevOps teams to ensure end-product meets business requirements.

Your responsibilities would include:


  • working user-centric and value stream (use case / e2e journey) oriented
  • guiding and developing Business Analysts on Heineken side, who actively participate in Dev teams and who also working with Business Analysts of Dev teams (insourced and outsourced)
  • being responsible, with your BAs, for experience design to business mapping, by understanding and assessing business needs, use cases, requirements, etc as input for the DevOps teams
    • supporting the Product Owners to facilitate the gathering, definition, and prioritization of requirements with key stakeholders
    • working with the Product Owners / Product Architects to understand, elicit, analyse, document and communicating program and platform / application requirements
    • supporting the Product Owners to breakdown, decomposing to right granular level for our modular architecture and describing business needs into Stories
    • supporting the Product Owners to define and own the value definition of Stories
    • translating business requirements into technical requirements, for DevOps teams
    • supporting the Product Owners to translate business needs into product backlogs, user stories, detailed business requirements documents and use cases
    • completing the user stories with Acceptance Criteria
  • being involved in Business Architecture (processes, use cases, etc) strategy
  • ensuring consistency of the overall solution from a business standpoint (e2e)
  • assuring cohesions between touchpoints from process perspective (omnichannel)
  • ensuring seamless data flows for enhanced journeys and identify opportunities for process and technology improvements that have direct business impact
  • being involved in Value Measurement activities and assure decisions are backed by data
  • ensuring HEINEKEN standards and best practices are adhered by (eg Quality, Compliance, etc)
  • providing discipline, rigor and technical skills to the requirements definition and validation
  • managing the quality of the solution and business / technical debt, with the Tech Leads
  • providing best practices on user stories refinement and business process modelling
  • supporting User Acceptance Testing (UAT) and System Integration Testing (SIT)
  • acting as a liaison between business stakeholders and technical team
  • resourcing allocation as per of relevant E-Business Tribe strategy
  • identifying and improving Business Analysis practices.

You will work daily with:


  • your team of Business Analysts (insourced / outsourced)
  • Chapter Lead Architecture of relevant E-Business Tribe on technology / process approach
  • other teams Chapter Leads Business Analysis on related topics and dependencies
  • relevant E-Business Tribe Management Team and DBB team directly
  • report into Technology Manager of relevant E-Business Tribe.


You are a good candidate if you have:


  •  Bachelor / Master’s degree
  • omnichannel Customer Experience track record
  • good knowledge of processes and functionalities (eg eCommerce B2B / B2C, sales force automation, sales order management, pricing & promotions, customer loyalty management, marketing automation, customer service, revenue management, ERP / SAP SD, etc)
  • at least 6-10 years of relevant (global) experience in similar roles, where you have gained hands-on and strategic experience for above mentioned process areas
  • result-oriented, analytical, proactive skills and a you are astrong team player
  • ability to communicate concisely and balance detail to right audience
  • proven ability to quickly adapt to changing needs, in a global dynamic environment
  • proven ability to influence stakeholders for good outcomes (collaboration / negotiation)
  • change management experience, specifically around business process harmonization
  • ability to work with OpCo stakeholders through transition path alignment and hold your ground
  • relevant knowledge of Agile/SCRUM and DevOps
  • excellent oral and written command of English


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